Simulation Analysis of the USAF Commissary Customer Service Environment inSupport of AFCOMS Store-Level Staff Sizing

摘要

This Thesis sought to determine the probable impact of the proposed Air ForceCommissary Service (AFCOMS) manpower standard for customer service (manpower standard) upon commissary operating environments and to investigate the sensitivity of performance parameters within the customer service system. Specific problems addressed were: (1) Comparison of the cashier manpower requirements calculated by the proposed AFCOMS manpower standard to those determined by a simulation model under similar conditions; (2) Calculation of the expected mean and maximum waiting times in the commissary given the proposed standard; and (3) Determination of the sensitivity of customer waiting time performance measures to variations in arrival patterns and service rates and to queueing system configuration. A SLAM-based simulation model (MGPCSS), the primary research tool, was used to produce a series of runs within an experimental design which bounded the normal operating conditions in two. This information was used to develop a regression model which calculated cashier hours based upon customer service system operations parameters. The regression model was then used to check the proposed manpower standard and determine any effect its implementation would have on customer service in A.F. commissaries. Research data indicate that implementation of the manpower standard would result in a slight increase in waiting times. Other factors such as queueing configuration, average service time, and managerial control level will affect the overall impact of the new standard.